System and method for automatically distributing communications to selected locations

ABSTRACT

A system and method for automatically distributing communications to selected locations includes switching means which is provided in electrical communication with a calling party&#39;s CPE device and a plurality of secondary parties&#39; CPE devices. As disclosed, the system may be adapted for use in both advanced intelligent networks (AIN) and non-AIN arrangements. Similarly, the switching means may be provisioned with automatic call distribution (ACD) architecture or, in specified AIN arrangements, with a Service Node or advanced functionality controlled by a properly interfaced service control point (SCP) or adjunct. In operation, the switching means parks incoming communication on queue while performing selected routing functions in an attempt to locate the secondary party if one of the plurality of selected communication addresses. In the preferred embodiment, the selected routing functions are performed in a predetermined sequence.

This is a continuation of application Ser. No. 08/088,708, filed on Jul.8, 1993 and issued as U.S. Pat. No. 6,169,904 on Jan. 2, 2001.

TECHNICAL FIELD

This invention relates generally to communication networks and, moreparticularly, to a system for automatically routing communications to asubscribing party having a single calling number for a plurality ofCustomer Premises Equipment (CPE) devices placed at different geographiclocations and having corresponding communication addresses.

BACKGROUND ART

As communication technology has advanced, the use of multiple CustomerPremises Equipment (CPE) devices has increased accordingly. Indeed, itis now common for even a small business to have numerous CPE devicessuch as telephones and facsimile machines, each of which must beaddressed by a unique calling number, internal exchange number, andcorresponding communication address. As those skilled in the art willrecognize, a common problem for such users occurs when a communicationsuch as a telephone call, for example, is sought to be connected to anintended recipient who is not at his or her normal or customary officeor station, yet available to receive or be notified of the communicationat an alternative destination. Under such circumstances, the recipientwill ordinarily miss the communication. Alternatively, offices equippedwith Public Address (PA) or other paging systems may manually announcethe incoming communication along with identifying information regardingthe position where the incoming communication has been placed. Intelephone communications, for example, an operator manually paging Ms.Jones with a telephone call from Mr. Smith which has been stored on line58 may announce “Mr. Smith, Ms. Jones on 58.” Still further, where VoiceMessaging Systems (VMS) have been implemented, the call may be forwardedto a specified voice mailbox where the caller will receive apre-recorded message intended for any caller.

As readily seen, regardless of the conventional routing alternativeutilized, the general result is the same. The caller must be placed onhold for indefinite periods of time and in most instances will likelyreceive an impersonal message at best. At the same time, the exchangeoperator must juggle numerous calls in an effort to take writtenmessages, page intended recipients, direct calls to voice mailboxes,where available, and respond to impatient and often disgruntled callers.Such activity is wasteful of time and resources which could moreproperly be spent by the exchange operator answering incoming calls orresponding to customer inquiries. Moreover, in the event that a callcannot be completed because the intended recipient cannot be located,the desired action cannot be taken which may result in substantialeconomic loss to the recipient as well as his or her business.

One attempt to address the difficulties encountered in such situationsis disclosed in U.S. Pat. No. 4,893,328 issued to Peacock for anautomated telephone operator overflow device. As disclosed therein, theautomated telephone answering device measures the service level beingrouted by the human operator, and when that service level exceeds aparameter which indicates that the human operator is overloaded andcannot properly service further incoming calls, an automatic routingdevice is enabled to route selected incoming calls to theirdestinations. The automatic routing device receives incoming codes froman incoming caller and processes the code to specify a destination.

Similarly, U.S. Pat. No. 5,036,535 issued to Gechter, et al discloses aswitchless automatic call distribution system for automaticallydistributing telephone calls placed over a network to a plurality ofagent stations. As disclosed, the stations are connected to the networkvia network service interfaces and provide agent status messages to thenetwork. The system further includes receiving means connected by meansof a network service interface to the network for receiving the agentstatus messages and a call arrival message from the network indicatingthat an incoming call has been made on the network. Further, the systemdiscloses routing means responsive to the receiving means for generatinga routing signal provided to the network to connect the incoming call toan agent station to the network.

Significantly, the routing invention of the '535 patent is based onstatus signals received from the agent stations or, in the alternative,characteristics of the agent stations or the incoming calls. Based uponthis information, calls are directed to selected agent stations. See,also, U.S. Pat. No. 5,168,515 issued to Geghter, et al, which is adivision of the '535 patent, which similarly discloses an automatic calldistribution system for distributing calls to a plurality of agentstations.

As is readily seen, the prior art discloses systems for automaticallydistributing telephone calls to a plurality of different agent stationswhich, through status messages indicate the capability to receive anincoming call. The prior art does not, however, disclose means forforwarding communications to a single user at a plurality ofpredetermined yet different geographically located agent stations.

DISCLOSURE OF THE INVENTION

It is an object of the present invention to overcome the limitations ofthe prior art by providing a communication routing system for directingcommunications from a calling party having a Customer Premises Equipment(CPE) device to a secondary party having a single calling number for aplurality of CPE devices.

A more specific object of the present invention is the provision of acommunication routing system for automatically routing communicationsfrom a calling party having a CPE device to a secondary party having asingle calling number for a plurality of CPE devices, each of which isplaced at different geographic location and has a correspondingcommunication address.

Yet another object of the present invention is the provision of a methodof automatically routing communications from a calling party CPE deviceto a secondary party having a single calling number for a plurality ofCPE devices.

Another more specific object of the present invention is the provisionof a method of automatically routing communications from a calling partyCPE device to a secondary party having a single calling number for aplurality of CPE devices, each of which is placed at differentgeographic location and has a corresponding communication address.

In carrying out the above objects, there is provided a system forautomatically routing communications which includes switching meanswhich is further provided in electrical communication with the callingparty CPE device and the plurality of secondary party CPE devices. Asdisclosed herein, the system may be adapted for use in both AdvancedIntelligent Networks (AIN) and non-AIN arrangements. Similarly, theswitching means may be provisioned with Automatic Call Distribution(ACD) architecture or, in specified AIN arrangements, with a serviceNode or advanced functionality controlled by a properly interfacedService Control Point (SCP) or adjunct. Whether or not ACD is provided,the goal of the system remains the same, i.e. to park the incomingcommunication on queue while performing selected routing functions in anattempt to locate the secondary party at one of a plurality of selectedcommunication addresses. As discussed herein, in the preferredembodiment, these selected routing functions are performed in apredetermined sequence.

In an alternative embodiment, there is further provided means fornotifying an intended recipient of an incoming communication through theuse of a paging system or the like. Again, the paging system may beadapted for use in both Advanced Intelligent Networks (AIN) as well asnon-AIN arrangements and may incorporate, for example, a manuallyoperated or digitized Public Address (PA) system as well as wirelesspagers or “beepers”.

Still further, in yet another alternative embodiment, the communicationsystem may include paging means which requires a specified log-in numberunique to the intended recipient before the communication may becompleted. As disclosed herein, the log-in number may be entered fromany CPE device whether connected via land-line or wireless communicationnetwork.

In keeping with the invention, the method steps disclosed herein includethe initial provision of switching means which, as referenced above, maybe adapted for use in an advanced intelligent network and may similarlybe provisioned with Automatic Call Distribution (ACD) architecture inelectrical communication with the calling party CPE device and theplurality of secondary party CPE devices. Once a communication isinitiated, such as a telephone call, for example, the communication isrouted from the calling party CPE device to the switching means whereinthe called number is identified as that of a subscribing secondaryparty. Once identified, the communication is directed to the switchingmeans where it is parked on queue while selected routing functions areperformed in an attempt to locate the subscribing secondary party at oneof the communication addresses. Again, in the preferred embodiment, therouting functions are performed in a predetermined sequence. In additionto or alternative to these routing functions, the system may further bedesigned to include means for notifying the intended recipient of anincoming call through the use of a paging system such as a publicaddress (PA) system, wireless beeper or the like. Once notified of theincoming communication whether by page or conventional means, thesubscriber may thereafter retrieve the communication. Where applicable,the subscriber may also be required to enter a predetermined log-innumber unique to the intended recipient to complete the communication.

The above objects and other objects, features, and advantages of thepresent invention are readily apparent from the following detaileddescription of the best modes for carrying out the invention when takenin connection with the accompanying drawings.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a general schematic diagram of the structure of thecommunications routing system of the present invention;

FIG. 2 is a schematic diagram of one embodiment of the communicationsrouting system of the present invention;

FIG. 3 is a schematic diagram of an alternative embodiment of thecommunication routing system of the present invention shown adapted foruse in an Advanced Intelligent Network (AIN) and provisioned withAutomatic Call Distribution (ACD) architecture;

FIG. 4 is an alternative embodiment of the communication routing systemof the present invention shown adapted for use in an AdvancedIntelligent Network and provisioned with switching means having advancedfunctionality;

FIG. 5 is yet another alternative embodiment of the communicationrouting system of the present invention shown adapted for use in anAdvanced Intelligent Network and provisioned with an AIN adjunct;

FIG. 6 is yet another alternative embodiment of the communicationrouting system of the present invention shown adapted for use in anAdvanced Intelligent Network and provisioned with a Release 1 ServiceNode; and

FIG. 7 is a block diagram of the method steps of the present invention.

BEST MODES FOR CARRYING OUT THE INVENTION

With reference to FIG. 1 of the drawings, there is provided a generalschematic diagram of the structure of the communications routing systemof the present invention designated generally by reference numeral 10.System 10 is shown provided in electrical communication with at leastone central office switch 12 which, in turn, is provided in electricalcommunication with the calling party CPE device such as telephone 14.The routing system of the present invention is further shown inelectrical communication with a plurality of secondary party CPE devicessuch as telephones 16 shown positioned at geographically distinctlocations. Telephone 16 may, in turn, be provided in electricalcommunication with a central office switch 18. However, it iscontemplated that subscribing secondary party CPE devices 16 as well ascalling party CPE device 14 may be provided in direct electricalcommunication with the communications routing system of the presentinvention. As further shown in FIG. 1, the present invention alsocontemplates the use of a voice mail system 20 and a paging system 22 asshown in more detail in the preferred embodiments discussed herein.

Turning now to FIG. 2 of the drawings, there is provided a simplifiedschematic diagram of one embodiment of the communications routing systemof the present invention designated generally by reference numeral 24.As shown, embodiment 24 includes switching means such as central officeswitch 26 which is provided in electrical communication with the callingparty CPE device 14 and a plurality of secondary party CPE devices 16which, as referenced above, are positioned at geographically distinctlocations for routing selected communications. Switching means 26 isfurther shown provisioned with Automatic Call Distribution (ACD)architecture such that communications may be parked on queue in the ACDwhile the ACD performs selected routing functions in an attempt tolocate the secondary party at one of the corresponding communicationaddresses of secondary party CPE devices 16. Significantly, in thepreferred embodiment, these location sequencing functions are performedin a predetermined sequence in an effort to locate the secondary partyat preselected locations.

With reference to FIGS. 2, 3 and 7, the operation of the above describedembodiment of the communications routing system of the present inventionmay be described in further detail for use in telephone communications.As seen, both the calling party and secondary party CPE devices 14 and16, respectively, are thus designated as telephones. In operation, acalling party (caller A) may originate a call from calling party CPEdevice 14 which is routed to switching means 26. Upon receipt, thecalled number is identified as corresponding to a subscribing secondaryparty CPE device and internally routed to the Automatic CallDistribution (ACD) architecture of the switch 26. Once received, thecall will thereafter be temporarily placed on queue pending pick-up bythe agent group of B, i.e. the intended secondary party who may be atone of the several previously identified locations as shown in FIG. 1.It is to be understood that when the ACD architecture is set-up, asecondary party location sequencing profile will be programmed inaccordance with the secondary party's selections such that routingfunctions may be initiated once the communication is placed on queue.The ACD then contacts the selected telephones 16 placed at the locationsin a predetermined succession until the secondary party (agent) picks-upthe telephone handset and completes the telephone call.

As referenced above, in an alternative embodiment, the communicationsrouting system of the present invention may be adapted for use in anAdvanced Intelligent Network (AIN) and may further include a switchprovisioned with Automatic Call Distribution (ACD) architecture. Such animplementation is shown in further detail in FIG. 3. Like the simplifiedsystem ot FIG. 2, the AIN system of FIG. 3 also includes switching meanssuch as Service Switching Point (SSP) 28 which is operative to recognizethe “triggers” used when a subscriber invokes an intelligent networkservice and then communicates with one or more Service Control Points(SCP's) which contain the service logic and associated data support toexecute the required customer services. As previously indicated, in theembodiment described in FIG. 3, switching means 28 is furtherprovisioned with Automatic Call Distribution (ACD) architecture and isshown in electrical communication with at least one calling party CPEdevice 14 and a plurality of secondary party CPE devices 16. Secondaryparty CPE devices 16 are each positioned in a different geographiclocation and have a corresponding communication address.

Still referring to FIG. 3, as shown, the system further includes aSignal Transfer Point (STP) 30 in electrical communication withswitching means 28. As those skilled in the art will recognize, SignalTransfer Points are generally packet switches used to route signallingmessages within an Advanced Intelligent Network (AIN). Still further,there is provided Service Control Point (SCP) 32 in electricalcommunication with STP 30 and an Intelligent Peripheral (IP) 34 which isprovided in electrical communication with SCP 32 and switching means 28.As referenced above, there may also be provided a paging system 22 and avoice mail system 20, both of which are provided in electricalcommunication with switching means 28.

In operation, a calling party may originate a call from a calling partyCPE device 14 which will be routed to switching means (SSP) 28 insimilar fashion to the embodiment of FIG. 2. Upon receipt, the callednumber will be identified as corresponding to a subscribing secondaryparty and internally routed to the ACD portion of switching means 28after routing instructions are sought from SCP 32. In all cases, thecall will be placed on queue in the ACD while the ACD routes the callthrough a predetermined sequence of alternative destinations until theintended recipient, i.e. the subscribing party, is contacted. As shown,an Intelligent Peripheral (IP) 34 may also be provided to notify thesubscriber of an incoming communication at a specified address. IP 34will, of course, work in cooperation with paging system 22 to notify thesecondary party of the incoming call through the use of a Public Address(PA) system, wireless communication, or other suitable paging means.Significantly, it should be noted that in the present invention the IP34 has no knowledge of the incoming communication. It is designed tomerely receive instructions from the SCP 32 to page a secondary party.

As referenced above, the communications routing system of the presentinvention may also be designed for use in an Advanced IntelligentNetwork (AIN) which, although not necessarily provisioned for AutomaticCall Distribution, may incorporate switching means having advancedfunctionality to perform similar location sequencing operations. Thisalternative embodiment of the present invention may be described infurther detail with reference to FIG. 4.

As shown in FIG. 4, the communications routing system of thisalternative embodiment is designated generally by reference numeral 36and includes switching means 38 which, in the preferred embodiment, isan Ericsson Release 1.0 Service Switching Point (SSP) which is providedin electrical communication with at least one calling party CPE device14 and a plurality of secondary party CPE devices 16. As in the case ofthe embodiments of FIGS. 2 and 3, secondary party CPE devices 16 areagain provided in geographically distinct locations and havecorresponding communication addresses. In contrast to the embodiments ofFIGS. 2 and 3, however, switching means (SSP) 38 does not necessarilyinclude ACD architecture. The release 1.0 implementation incorporatesadvanced functionality which may be controlled by a properly interfacedRelease 1.0 Ericsson Service Control Point (SCP) 40. As shown, SCP 40 isprovided in electrical communication with Signal Transfer Point 42which, in turn, is provided in electrical communication with SSP 38 forrouting signalling messages within the network. As those skilled in theart will recognize, SCP 40 contains the service logic and associateddata support to execute the required location sequencing prescribed bythe present invention.

In contrast to the embodiment of FIG. 3, however, SCP 40 maintainscomplete control of the call from beginning to end to achieve thedesired functions. In operation, a calling party may therefore originatea call from calling party CPE device 14 which is routed to switchingmeans 38. Upon receipt, the call is again identified as corresponding toa subscribing secondary party and control of the entire call isperformed by SCP 40 which, by design, performs the selected locationsequencing in an effort to locate the desired secondary party.

Referring now to FIG. 5, another alternative embodiment of thecommunications routing system of the present invention is showndesignated generally by reference numeral 44. Like the embodiment ofFIG. 4, this embodiment also includes switching means 38 which, in thepreferred embodiment, is an Ericsson release 1.0 Service Switching Point(SSP). SSP 38 is provided in electrical communication with at least onecalling party CPE device 14 and a plurality of secondary party CPEdevices 16 which are positioned at geographically distinct locations.Also, like the embodiment of FIG. 4, calling party CPE devices 14 andsecondary party CPE devices 16 may be provided in direct electricalcommunication with SSP 38 or may be routed through respective centraloffice switches 12 and 18. In contrast to the embodiment of FIG. 4,however, SSP 38 is shown provided in electrical communication with anAIN adjunct 40 which, as those skilled in the art will recognize, has adifferent interface than an SCP and generally operates at a much higherspeed than the Signalling System No. 7 (SS7) network in which SCPsoperate. The interface of AIN adjuncts of the type referenced herein mayinclude direct wiring or, preferably, may utilize fiberoptic technology.

In further contrast to the embodiments of FIGS. 4 and 5, there is shownin FIG. 6 yet another alternative embodiment of the communicationsrouting system of the present invention designated generally byreference numeral 41. Embodiment 41 utilizes an AIN Release 1 ServiceNode 42 which those skilled in the art will recognize are presently inthe prototype stage. Service Node 42 is provisioned with both SSP andSCP capability and has no external links therebetween. As shown in FIG.6, service node 42 is provided in electrical communication with at leastone calling party CPE device 14 and a plurality of secondary party CPEdevices 16 which are positioned at geographically distinct locations.Applicants recognize that each of the embodiments of FIGS. 4, 5 and 6,like the embodiments of FIGS. 2-3, may also be provisioned with voicemail systems and paging systems as shown in FIG. 1.

Significantly, each of the embodiments referenced in FIGS. 1-6 above mayfurther include an Anywhere Call Pick-up (ACP) service which mayincorporate means for entering a predetermined log-in number unique tothe secondary party. In operation, upon notification of an incomingcommunication, the secondary party would be required to enter the log-innumber in order to receive the communication. As readily seen, the useof such a log-in number is a viable alternative to the placing oftelephone calls on selected lines. Moreover, such a verification processwould eliminate misdirected and inadvertently retrieved communications.

While the best modes for carrying out the invention have been describedin detail, those familiar with the art to which this invention relateswill recognize various alternative designs and embodiments forpracticing the invention as defined by the following claims.

What is claimed is:
 1. For use in an Advanced Intelligent Network (AIN),a system for automatically routing communications from a calling partyhaving a Customer Premises Equipment (CPE) device to a secondary partyhaving a single calling number for a plurality of CPE devices, each ofsaid secondary party CPE devices placed at a different geographiclocation and having a corresponding communication address, the systemcomprising: an AIN Release 1 Service Switching Point (SSP) in electricalcommunication with said calling party CPE device and said plurality ofsecondary party CPE devices, and having Automatic Call Distributionarchitecture; a Signal transfer Point (STP) in electrical communicationwith said SSP; and an AIN Release 1 Service Control Point (SCP) inelectrical communication with said STP, said SCP adapted to retaincomplete control of the routing of said communication and performselected routing functions in a predetermined sequence in an attempt tolocate said secondary party at one of said communication addresses, andto direct said SSP how to terminate said communication.
 2. A system asin claim 1, further including a voice mail system in electricalcommunication with said SSP.
 3. A system as in claim 1, furthercomprising Log-in means in electrical communication with said SSP forinitiating a Log-in Number unique to said secondary party such that saidsecondary party may receive said communication from any subscribing CPEdevice.
 4. For use in an Advance Intelligent Network (AIN), a system forautomatically routing communications from a calling party having aCustomer Premises Equipment (CPE) device to a secondary party having asingle calling number for a plurality of CPE devices, each of saidsecondary party CPE devices placed at a different geographic locationand having a corresponding communication address, the system comprising:an AIN Release 1 Service Switching Point (SSP) in electricalcommunication with said calling party CPE device and said plurality ofsecondary party CPE devices, and having Automatic Call Distributionarchitecture; and an AIN adjunct processor in electrical communicationwith said SSP, said adjunct processor adapted to retain complete controlof the routing of said communication and perform selected routingfunctions in a predetermined sequence in an attempt to locate saidsecondary party at one of said communication addresses, and to directsaid SSP how to terminate said communication.
 5. For use in an AdvancedIntelligent Network (AIN), a system for automatically routingcommunications from a calling party having a Customer Premises Equipment(CPE) device to a secondary party having a single calling number for aplurality of CPE devices, each of said secondary party CPE devicesplaced at a different geographic location and having a correspondingcommunication address, the system comprising: an AIN release one servicenode in electrical communication with said calling party CPE device andsaid plurality of secondary party CPE devices, said service node havingAutomatic Call Distribution architecture and adapted to retain completecontrol of said communication and perform selected routed functions in apredetermined sequence in an attempt to locate said secondary party atone of said communication addresses.
 6. For use in an AdvancedIntelligent Network (AIN), a method of automatically routingcommunications from a calling party having a Customer Premises Equipment(CPE) device to a secondary party having a single called number for aplurality of CPE devices, each of said secondary party CPE devicesplaced at a different geographic location and having a correspondingcommunication address, comprising: providing a Release 1 ServiceSwitching Point (SSP) in electrical communication with said callingparty CPE device and said plurality of secondary party CPE devices, saidSSP having Automatic Call Distribution architecture; providing a SignalTransfer Point (STP) in electrical communication with said SSP;providing a Release 1 Service Control Point in electrical communicationwith said STP; routing said communication signals from said callingparty CPE device to said SSP; identifying said called number as that ofsaid secondary party; transferring control of routing said communicationto said SCP; and performing selected routing functions in apredetermined sequence in an attempt to locate said secondary party atone of said communication addresses, and instruct said SSP how toterminate said communication.
 7. The method of claim 6, furthercomprising the step of paging said secondary party.
 8. The method ofclaim 6, further comprising the step of initiating a Log-in Numberunique to said secondary party from any CPE device so as to receive saidcommunication.
 9. For use in an Advanced Intelligent Network (AIN), amethod of automatically routing communications from a calling partyhaving a Customer Premises Equipment (CPE) device to a secondary partyhaving a single called number for a plurality of CPE devices, each ofsaid secondary party CPE devices placed at a different geographiclocation and having a corresponding communication address, comprising:providing a Release 1 Service Switching Point (SSP) in electricalcommunication with said calling party CPE device and said plurality ofsecondary party CPE devices, said SSP having Automatic Call Distributionarchitecture; providing an AIN adjunct processor in electricalcommunication with said SSP; routing said communication signals fromsaid calling party CPE device to said SSP; identifying said callednumber as that of said secondary party; transferring control of routingsaid communication to said adjunct processor; and performing selectedrouting functions in a predetermined sequence in an attempt to locatesaid secondary party at one of said communication addresses, andinstruct said SSP where to direct said communication.
 10. For use in anAdvanced Intelligent Network (AIN), a method of automatically routingcommunications from a calling party having a Customer Premises Equipment(CPE) device to a secondary party having a single called number for aplurality of CPE devices, each of said secondary party CPE devicesplaced at a different geographic location and having a correspondingcommunication address, comprising: providing an AIN release one servicenode in electrical communication with said calling party CPE device andsaid plurality of secondary party CPE devices, said SSP having AutomaticCall Distribution architecture; routing said communication signals fromsaid calling party CPE device to said AIN service node; identifying saidcalled number as that of said secondary party; and performing selectedrouting functions in a predetermined sequence in an attempt to locatesaid secondary party at one of said communication addresses, andinstruct said service node how to direct said communication signals.